Contact Centers - Logic Communications - Hopedale, Massachusetts

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Automatic Call Distrubution

Enterprise And Small Business Automatic Call Distribution

As a contact center manager, customer service-level commitments are critical to achieving enterprise goals. Meeting those commitments is your daily, hourly and even minute-by-minute challenge. Achieving those goals means ensuring the equal distribution of incoming calls to the most appropriate group of agents based on the type of information or service required.

Mitel Automatic Call Distribution is an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise and small business communications platforms, providing the capabilities for:

Routing calls to the most appropriate group(s)
Queuing and prioritization of callers
Distributing calls fairly within a group longest idle or highest skilled
Automatically re-routing or expanding the availability of agents based on current queue conditions
Networking multiple contact centers together
In queue messaging
Controlling after hours service

Mitel Automatic Call Distribution delivers the power and performance required in the most demanding contact center environments by providing:

Cost-effective use of pooled resources
Improved customer service by delivering consistent process and service
Call distribution based on the caller's need
Even distribution of the workload
Reduction in communication costs

6110 Contact Management

The cost of deploying sophisticated contact center management solutions is a barrier for contact centers, regardless of their size. Customers, both internal and external, expect agents to be responsive and will accept nothing less than the highest quality of service.

As a result, contact centers require a solution that is easily and efficiently implemented, and provides supervisors with integrated tools for managing, reporting and forecasting contact center performance.

Effective contact center management means having the right resources in the right place at the right times to handle an accurately forecast workload at service level with quality.

To determine the right balance between the agents scheduled and the service provided to customers, you need a systematic planning and management strategy - and the right management information system (MIS) software package.

Mitel 6110 Contact Center Management provides a comprehensive browser-based application set for real-time monitoring, historical reporting and forecasting across all contact center media: voice, email, web chat and fax. Sophisticated real-time monitoring for tracking agent and queue statistics from the single agent level to center-wide activities enable your supervisors to see the big picture as well as the smaller details of contact center performance. Advanced reporting capabilities allow you to review, analyze and forecast contact center performance.

6115 Interactive Contact Center

Dynamic changes in queue volumes can directly impact a contact center's ability to deliver on service levels. If one queue has callers waiting while another is sitting idle, neither the customer's nor the center's interests are served. As a contact center manager, you need tools to change agent and queue states instantly so you can respond to changing contact volumes immediately.

The Mitel 6115 Interactive Contact Center offering integrates with Mitel 6110 Contact Center Management to provide supervisors with browser-based tools that provide advanced capabilities t

Support an immediate response to changing call volumes
Ensure contact center resources are most effectively deployed at any and all times
Respond to and control situations involving individual agents and / or agent groups

6120 Contact Center Scheduling/6125 Real-Time Schedule Adherence

With personnel costs representing upwards of 65 percent of contact center budgets, effective scheduling is critical to controlling costs. Scheduling too many agents or too few agents can unnecessarily increase your costs and create customer dissatisfation. In addition, supervisors need to know what their agents are doing in relation to what is scheduled so they can quickly identify at a glance, instances of non-adherence and respond before service levels are jeapordized.

Mitel 6120 Contact Center Scheduling integrates with Mitel 6110 Contact Center Management forecasting capabilities to enable supervisors t

Ensure the right number of agents with the right skills are always available to meet contact center service levels
Reduce costs and payroll expenses by avoiding unnecessary scheduling
Reduce the administrative time required for manual scheduling
Increase employee morale and reduce turnover by offering flexible and consistent schedules
Respond to changing resource demands on the fly
Avoid scheduling conflicts in employee availability and overtime eligibility

The Mitel 6125 Real-Time Schedule Adherence offering is an add-on application to the Mitel 6120 Contact Center Scheduling.

With 6125 Real-Time Schedule Adherence, supervisors can ensure agents are performing their on-phone and off-phone duties as scheduled in 6120 Contact Center Scheduling. The 6125 Real-Time Schedule Adherence tells you in an instant:

What percent of agents have adhered to their daily scheduled tasks
Which agents are not adhering to the schedule
Which agent has been out of adherence for the longest time
If your agents are in the right queues at the right times
The average adherence percentage for the group

6140 Agent Portal

Efficient call handling is a primary objective of any contact center operation. But if your agents have to take time to search for and retrieve information required to handle the call, efficiency is impaired. For maximum call handling performance, your agents need to have information about the caller or the caller's need, the moment they answer the call.

Mitel 6140 Agent Portal is a screen pop application that coordinates the delivery of the voice call and data screen to the agent's desktop. It provides contact center agents who need to identify the callers need prior to taking the call with the appropriate information or application on their desktop as they answer. The 6140 Agent Portal:

Saves seconds of network time and people time on every call
Allows the agent to start servicing the caller immediately upon call arrival
Immediately equips the agent with the information they need - customer records, product information, troubleshooting scripts and more - to handle the call efficiently

6150 Multimedia Contact Center

Today's contact center customers want to contact you in the medium of their choice - voice, email, web chat, or fax - and expect you to be just as responsive in these media as you are on the phone. As a result, you need a solution that allows you to efficiently integrate and maintain service levels across all contact types, and monitor and report on them.

The Mitel 6150 Multimedia Contact Center offering integrates with Mitel 6110 Contact Center Management, Microsoft Exchange 2000+ and Microsoft Office 2000+ to provide:

Automated routing of emails / web chats and faxes to the longest idle agent
Real-time monitoring of all multimedia agents and queues
Historical reporting of all media types
Agent forecasting for all media types

6150 Multimedia Contact Center transforms your operation into a fully multimedia enabled contact center that can:

Efficiently deliver service to customers in the media of their choice
Maintain service levels across all contacts, ensuring all customer inquiries are addressed in a timely manner
Capture more detailed customer information than is possible during voice communications
Assist customers in completing online transactions, information queries or other web-based experiences with web chat
Protect against liability and customer claims with accurate tracking and reporting on all contact types

6160 Intelligent Queue

Increasing call volumes inevitably means callers spend more time in queue, leading to frustration, abandoned calls and lost opportunities. As a result, you need tools that enable you to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the
agent(s) best qualified to handle their requests.

Mitel 6160 Intelligent Queue is an all-in-one, scalable (supports four to 96 ports), browser-based recorded announcement solution for contact centers. It enables supervisors and managers to rapidly and intuitively:

Create and serve static and custom recorded announcements to callers in queue
Provide callers with expected wait time or position inqueue messaging
Provide callers with time of day / day of week / day of year or queue-conditional messaging
Guide callers to the information, extension or ACD path that best meets their needs
Allow customers to request a queued callback via the web or voice mail
Route calls based on the number they are calling from (ANI / CLI), time of day, or current queue conditions
Report on the 6160 Intelligent Queue activity

6160 Intelligent Queue provides contact centers with advanced capabilities that:

Keep customers informed
Manage caller expectations for a more positive experience
Match callers with the most appropriate agent group based on a range of factors
Provide callers with flexible contact alternatives to waiting in queue
Meet service level commitments
Understand call flows from the customers perspective

MiService Solutions

Custom Development for Contact Centers

The award-winning Mitel 6100 Contact Center Solutions portfolio provides comprehensive, readily deployable, and cost effective tools for supporting contact center operations and multimedia customer / agent contacts. However, it doesn't stop there. If your contact center requires custom applications to support the specialized requirements of your operations or customers, the 6100 Contact Center Solutions portfolio also includes Mitel MiService Solutions Custom Development to meet your specific needs.

The Mitel MiService Solutions Custom Development team has made contact centers an area of specialization and focus, delivering customized Interactive Voice Response (IVR) applications, outbound dialing applications, and Customer Relationship Management (CRM) integration services. Contact centers can also call upon MiService Solutions for a broad range of packaged, modular planning, development, implementation and support services to help them get and keep their operation functioning to its fullest potential.

For details or to purchase, please contact Your Mitel Solutions Provider

Remote Agents

Benefiting Remote Agents with the Mitel Teleworker Solution

Imagine if you could efficiently extend the full voice and data capabilities enjoyed by agents in your contact center to agents working at home or remotely. You could grow your contact center beyond the limits of its current facilities without increasing overhead or eliminate the physical center altogether. You could offer agents the option of working at home without the need, expense or hassle of a daily commute. You could recruit new agents from outside your geographic area of operation without requiring them to relocate. And you could retain the services of skilled agents who move away from your operation due to relocation. Imagine all that and you begin to get a very real picture of the benefits your operation / agents could enjoy with the Mitel Teleworker Solution.

Mitel Teleworker Solution is an IP-based solution that supports remote agents with complete access to the voice and data capabilities enjoyed by their colleagues inside the contact center. All a remote agent needs to be a fully integrated member of the contact center team is a Mitel IP Phone, a PC, a home router and a high speed Internet connection.

A simple plug-and-work solution, the agent merely plugs the IP Phone to their home router, which is in front of their high-speed connection, attach their PC into the phone, launch the PC-based VPN client, and the system does all the rest establishing a secure connection over the Internet back to the contact center.